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Arrears and Litigation Manager | Retail Mortgages | Up-to £60,000

Holmes Search
Closing date
15 Jul 2022

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Contract Type
Full Time
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You will be responsible for managing calls from customers who are facing financial difficulty and/or have fallen behind on their mortgage payments. Your team will handle customer accounts, identifying financial distress early and supporting these customers with the aim of ultimately getting their mortgage accounts back on track. The role involves a range of administration and business processing duties which will require communicating and liaising with relevant stakeholders, both internally and externally.

Your role
  • Contact all customers where potential financial distress/hardship is identified and where direct debit payments fail
  • Contact and answer calls from customers who in arrears, establishing the customer's circumstances and seeking to reach a payment solution where possible
  • Implement forbearance measures as early as possible
  • Manage challenging conversations with customers with empathy and professionalism
  • Identify and resolve complaints at first point of contact where possible
  • Carry out all calls in accordance with regulation, procedure, and policy
  • Define all arrears and litigation processes
  • Address audit findings within an appropriate time frame
  • Take an active role in projects and continually consider and implement process improvements to the betterment of customer experience

  • 3+ years' arrears and servicing experience in residential mortgages
  • Line management experience
  • Robust decision-making skills
  • Ability to work effectively as part of a team
  • Good project and time-management skills with great attention to detail
  • Previous experience of managing a caseload in a fast-paced environment
  • Strong communication skills, both verbal and written
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